Inside Sales Customer Success Manager - Emerging Markets (Finance)
Equifax is looking for a Customer Success Manager to join the Inside Enterprise Sales (IES) Emerging Markets team. This role is a relationship-based sales position responsible for optimizing the customer experience lifecycle by partnering with clients to identify and meet business objectives. This involves handling post-sales implementation, program management and collaborating with the customer to ensure they are realizing expected value from Equifax solutions, while ultimately driving adoption and retention.
This position follows a hybrid work schedule (Monday-Wednesday in office) and requires in-office presence at our Midtown location in the One Atlantic Center building or at our Alpharetta office.
What you will do
- Develop strong relationships with our clients by maintaining a high level of engagement, aligning business objectives, and providing raving fan service
- Maintain a deep understanding of our solutions, client base, and best practices
- Act as a trusted advisor and advocate for the client, ensuring success and maximum value as they adopt a new platform/service
- Educate clients on business value of solutions and application of best practices
- Provide business insights through client value presentations, Quarterly Business Reviews, and other methods
- Identify potential growth and upsell opportunities to expand revenue, engaging the Account Executive at the appropriate time to hand off the opportunity
- Assess customer health by monitoring product usage, reported issues, and other success metrics
- Act as a liaison between internal COE teams to ensure customer needs are being met and to create solutions to client pain points; coordinating amongst technology, sales, marketing, finance, and product teams
- Identify trends and relay feedback internally to appropriately address underlying issues
- Provide clients full transparency on status of issues / requests from submission through resolution, working across teams and driving the escalation process as needed
- Actively participate in the customer life cycle process, from prospect to renewal
- Participate in CSM program development and improvement activities
- Facilitate customer account changes, product set up and billing research/corrections
- Work with Sales and other Learning & Development teams to facilitate customer training as needed
What experience you need
- 3+ years of experience in a B2B customer success, account management, or other client-facing role
- Bachelor's degree or the equivalent years of industry experience
- Self-starting, high-energy go-getter who takes the initiative to own a problem/request and get things done
- Ability to troubleshoot and solve business and basic technical problems
- Ability to effectively manage daily client communications, including escalations and problem management situations
- Proven ability to interface and consult proficiently and professionally with production teams, technology, sales representatives and clients to provide the total solution
- Must be able to work autonomously and collaborate as part of a team
- Displays passion for the customer experience and the desire to look for and uncover opportunities to improve customer satisfaction
- Ability to travel occasionally (up to 25% of the time)
What could set you apart
- Possesses strong analytic skills; process improvement and project management capabilities a plus
- Excellent verbal and written communication skills, including formal as well as informal client and internal presentations
- Exhibits confidence and is calm under pressure
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